This guide provides a step-by-step guide for comparing data on a weekly basis within the Shilo platform. Weekly comparisons are a powerful way to track progress, identify trends, and improve team performance over time. This method emphasizes analyzing key metrics, such as call durations, filler words, and purposeful questions, to gauge team confidence and effectiveness.
Comparing Data Week to Week
1. Accessing Weekly Data
Log In to Shilo
Upon logging into your Shilo account, note that the default view is set to a 30-day timeframe.
Adjust the Timeframe
Change the date range to "Last Week" to isolate data from the previous week.
2. Setting Up a Side-by-Side Comparison
Open a New Browser Window
Pull the "Last Week" data view to one side of your screen.
Open a new browser window or tab and log into Shilo again.
Select "This Week" Data
In the second browser window, adjust the timeframe to display "This Week" data.
Arrange both windows side by side for easy comparison.
3. Analyzing Key Metrics
Focus on Conversations Over Two Minutes
Filter calls lasting more than two minutes in both timeframes to compare meaningful interactions.
Look for changes in the volume of these calls week over week.
Evaluate Filler Words
Review the "Filler Words" metric. A decrease in filler words (e.g., "um," "uh," "like") is a strong indicator of increased agent confidence.
Use this metric as a benchmark for individual and team progress.
Analyze Question Quality
Observe the "Questions Asked" metric. Ensure that questions are purposeful and drive meaningful engagement rather than being asked for the sake of asking.
Compare the number and quality of questions week to week.
4. Identifying Trends and Progress
Spot Positive Trends
Note any improvements, such as reduced filler words, longer call durations, or better alignment with call objectives.
Highlight areas where metrics indicate growth, even if incremental.
Address Areas for Improvement
Identify metrics that may show stagnation or decline and discuss them with your team to strategize improvements.
5. Sharing Insights
Report Findings
Compile observations and share them with your team during meetings or check-ins.
Use visual aids or screenshots to clearly demonstrate weekly progress.
Encourage Incremental Progress
Reinforce the importance of small, consistent improvements over time to achieve long-term success.
Notes:
Weekly Comparisons Matter: Analyzing data week by week helps ensure that progress is both measurable and actionable.
Key Metrics Are Indicators: Metrics such as filler words and call durations provide valuable insights into agent confidence and client engagement.
Team Involvement is Crucial: Regularly share findings with your team and encourage their input on areas for growth.